This chart shows the share of consumers agreeing with statements negatively impacting their loyalty to a retailer, according to a survey conducted with UK consumers in 2016. Of respondents, 57 percent stated that rudeness from staff members would make them defect from the retailer and shop elsewhere.
Factors impacting consumer loyalty to a retailer negatively in the United Kingdom (UK) in 2016
Characteristic
Share of consumers agreeing
Rudeness from staff members
57.1%
Poor quality items
44.3%
Dirty stores
42.5%
Big price rises (10% plus)
40.4%
Them being regularly more expensive than alternatives
33.8%
No online ordering facility
22%
Unhelpfulness of staff members
21.6%
Spamming you with emails and marketing materials
19.3%
Getting an order wrong
16.4%
Hard to use website
14.3%
Being a bad corporate citizen (i.e. not paying taxes etc.)
Profit from the additional features of your individual account
Currently, you are using a shared account. To use individual functions (e.g., mark statistics as favourites, set
statistic alerts) please log in with your personal account.
If you are an admin, please authenticate by logging in again.
Learn more about how Statista can support your business.
Webloyalty. (February 26, 2016). Factors impacting consumer loyalty to a retailer negatively in the United Kingdom (UK) in 2016 [Graph]. In Statista. Retrieved November 21, 2024, from https://www.statista.com/statistics/551531/shopping-retailer-loyalty-impact-uk/
Webloyalty. "Factors impacting consumer loyalty to a retailer negatively in the United Kingdom (UK) in 2016." Chart. February 26, 2016. Statista. Accessed November 21, 2024. https://www.statista.com/statistics/551531/shopping-retailer-loyalty-impact-uk/
Webloyalty. (2016). Factors impacting consumer loyalty to a retailer negatively in the United Kingdom (UK) in 2016. Statista. Statista Inc.. Accessed: November 21, 2024. https://www.statista.com/statistics/551531/shopping-retailer-loyalty-impact-uk/
Webloyalty. "Factors Impacting Consumer Loyalty to a Retailer Negatively in The United Kingdom (Uk) in 2016." Statista, Statista Inc., 26 Feb 2016, https://www.statista.com/statistics/551531/shopping-retailer-loyalty-impact-uk/
Webloyalty, Factors impacting consumer loyalty to a retailer negatively in the United Kingdom (UK) in 2016 Statista, https://www.statista.com/statistics/551531/shopping-retailer-loyalty-impact-uk/ (last visited November 21, 2024)
Factors impacting consumer loyalty to a retailer negatively in the United Kingdom (UK) in 2016 [Graph], Webloyalty, February 26, 2016. [Online]. Available: https://www.statista.com/statistics/551531/shopping-retailer-loyalty-impact-uk/
